Quick answer
Before QA coaching, back up the original, confirm format/size/quality requirements and close programs that lock the file. QA creates value through coaching, not ranking.
Why it matters
Poor preparation leads to overwrites, failures and rework.
Change one behavior at a time with a concrete next-ticket alternative.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- Change one behavior at a time with a concrete next-ticket alternative.
- Let the agent self-assess before manager feedback.
- Recheck similar tickets two weeks later.
FAQ
How should I prepare before QA coaching?
Before QA coaching, back up the original, confirm format/size/quality requirements and close programs that lock the file. QA creates value through coaching, not ranking.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Harvard Business Review